Reservations Manager

**Additional Information**
**Job Number**25002840
**Job Category**Reservations
**Location**The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia, 3000
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

***

As one of the Ladies and Gentlemen of The Ritz-Carlton, you are the most important asset in our service commitment to our guests. By joining us as an Assistant Reservations Manager. we not only meet, but also exceed, our guests’ expectations - you embody the legendary service that makes us a leading luxury brand. A career at The Ritz-Carlton is filled with honesty, respect and the opportunity to grow your career.

**Please note that this role requires Full-Time working rights in Australia to be considered.**

**Position Summary**:
**Understanding Markets & Maximizing Revenue**
- Identifies new reservations sales business to achieve personal and property revenue goals.
- Understands the overall market - competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
- Closes the best opportunities for the property based on market conditions and property needs.
- Monitors same day selling procedures to maximize room revenue and control property occupancy.
- Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.

**Conducting Daily Reservations Sales Activities**
- Responds to incoming reservations sales opportunities for the property that are outside parameters of the.
- Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
- Uses sales resources and administrative/support staff effectively.
- Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
- Assists with monitoring accuracy of reservation sales orders within tracking systems.
- Tracks no-show reservations and processes charges.
- Manages wait list and prioritizes order of wait list contacts to be made.
- Prepares work and maintenance orders.

**Providing Exceptional Customer Service**
- Supports the company’s service and relationship strategy, driving customer loyalty and satisfaction by delivering service excellence throughout each customer experience.
- Services our customers in order to grow share of the account.
- Executes and supports the company’s customer service standards and property’s brand standards.
- Provides excellent customer service consistent with the daily service basics of the brand.
- Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
- Sets a positive example for guest relations.
- Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.
- Handles guest complaints and disputes following the instant pacification procedures.

**About You**:

- An up to date RSA
- Relevant experience in a managerial role
- Working rights in Australia
- Enthusiastic to escalate your career
- Self-motivated, driven and energized in a fast paced environment
- Armed with smart solutions and a can-do attitude

**Our Benefits**:

- Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
- Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
- Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
- Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program
- Opportunity to receive Employee Referral Incentives and get paid for working with your friend
- Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness

The Ritz-Carlton Hotel is part of Marriott International's Luxury portfolio, which has committed to putting people
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the exp